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Monks is seeking a Social Media Community Lead to join our dynamic team. In this role, you will spearhead a team of community managers to cultivate a thriving community for NEOM, one of the largest mega-projects in Saudi Arabia. Your primary focus will be to ensure that NEOM's needs and business objectives are effectively communicated through valuable social media content while proactively monitoring and enhancing the positive perception of the NEOM project. Living on-site as a part of the client team in NEOM, Saudi Arabia, you will be the face of the Middle East Monastery, working hand-in-hand with our ambitious client to build the first cognitive and smart city in the world.
Key Responsibilities
- Team Leadership and Management:
○ Lead the Community Management Team and provide hands-on support with your team’s daily tasks and inquiries.
○ Responsible for orchestrating the Community Management team, splitting workloads correctly, managing shifts and days off, and observing output quality.
○ Ensure efficient day-to-day operations, aiming to foster active engagement with our audience and steering clear of generic responses.
○ Monitor the team's performance and ensure the achievement of set KPIs, while also providing necessary training and mentorship.
○ Maintain up to date with trends, updates across social channels, and digital technology trends and ensure your team will as well.
- Client & Stakeholder Management:
○ Act as the key liaison and representative for the Community Management team with the client and external stakeholders.
○ Based on your insights, provide feedback to various team leads and proactively pinpoint platform and daily content trends.
○ Engage with internal and external teams, gather briefs, generate reports, and oversee the social media platforms for all social campaigns, ensuring alignment with the brand at all times.
- Social Listening and Crisis Management:
○ Lead moderation on owned and paid channels conversation, identifying and capitalising on trends or key cultural moments.
○ Work closely with data strategists and track metrics and analyse earned conversation data through social listening tools and manual monitoring to build and present reports and optimisation opportunities.
○ Lead the proactive management of potential community crises, as well as guide the team in identifying and effectively managing or leveraging them.
- Content Strategy & Calendar Maintenance:
○ Strategically plan and manage content and assets related to the brand while making crucial decisions regarding campaigns in collaboration with the client team. Additionally ensure adherence to community guidelines and elevate significant issues to clients when necessary.
○ Serve as the primary custodian of the Brand’s content calendar, ensuring it is consistently populated and updated daily.
○ Ensure timely publishing and scheduling of content on the Brand’s social channels through their SMM Platform
○ Where necessary, work on content calendars, manage content and make them come true, including the timely publishing of social media posts: ■ Provide engaging text, image and video content for social media accounts.
■ Respond to comments and customer queries in a timely manner.
■ Organise and participate in events to build community and boost brand awareness.
■ Analyse the conversation around the brand daily.
■ Identify actionable insights within consumer conversation that leads to impactful content creation and optimisations.
Background & Skills
- 5+ years of experience in Social Media, in roles such as Community Manager Team Lead, Social Care Team Lead, Online Customer Service Team Lead etc.
- Have a deep understanding of different social media channels, their algorithms, and best practices for content creation, distribution, and engagement.
- Have a strong background and solid understanding of social care management. You’ll bring good practices in terms of formats, tone of voice, and crisis management.
- Knowledge of metrics, social listening tools and digital reports in order to successfully identify and track relevant community metrics.
- Experience in developing or implementing community manager strategies.
- Excellent verbal and written communication skills in both English & Arabic.
- Strong organisational/QA skills for publishing on high-profile channels.
- Comfortable interacting with your clients on a daily/weekly basis.
- Knows, understands and can utilise the ins and outs of social listening.
- Strong attention to detail (this is extremely important for this role).
- Familiar with scheduling, publishing and channel management tools, social listening tools
- Experience using Sprinklr is a must.
At Monks you’ll be joining a highly ambitious company on a global mission to become the best production partner in any field and market. With offices all around the globe and 4,000+ Monks and counting, we’re leading the industry through integrated teams who create great, relevant work with purpose at scale and at speed. We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. We want everyone to feel free, real, safe and be respectful of others.
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About Monks
Monks is the global, purely digital, unitary operating brand of S4Capital plc. With a legacy of innovation and specialized expertise, Monks combines an extraordinary range of global marketing and technology services to accelerate business possibilities and redefine how brands and businesses interact with the world. Its integration of systems and workflows delivers unfettered content production, scaled experiences, enterprise-grade technology and data science fueled by AI—managed by the industry’s best and most diverse digital talent—to help the world’s trailblazing companies outmaneuver and outpace their competition.
Monks was named a Contender in The Forrester Wave™: Global Marketing Services. It has remained a constant presence on Adweek’s Fastest Growing lists (2019-23), ranks among Cannes Lions' Top 10 Creative Companies (2022-23) and is the only partner to have been placed in AdExchanger’s Programmatic Power Players list every year (2020-24). In addition to being named Adweek’s first AI Agency of the Year (2023), Monks has been recognized by Business Intelligence in its 2024 Excellence in Artificial Intelligence Awards program in three categories: the Individual category, Organizational Winner in AI Strategic Planning and AI Product for its service Monks.Flow. Monks has also garnered the title of Webby Production Company of the Year (2021-24), won a record number of FWAs and has earned a spot on Newsweek’s Top 100 Global Most Loved Workplaces 2023.
We are an equal-opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us.